With a decade of experience shipping fine instruments and their accessories, both within the United States and internationally, we strive for orders to be delivered as safely and quickly as possible. Our expert shipping and packing team ensure that all instruments that leave our workshop are fitted with bridge protectors and adequate packing so your instrument arrives ready to play! We work hard on getting your order processed and delivered as fast as we can. To inquire about your order, chat with us, give us a call at 800-595-0592, or email us at email@example.com.
Do you charge for shipping?
We are pleased to be able to offer free shipping on all orders over $35 within the contiguous United States! Carriers for the free shipping method depend on the items purchased, and all items may not ship from the same location. Most small accessories ship with USPS, and most instruments from the Fiddlershop workshop ship with FedEx Home Delivery. Orders under $35 have a flat-rate shipping and handling charge of $5 and most likely will be shipped with USPS. Shipments to non-contiguous US & Alaska addresses are subject to shipping charges at discounted rates.
I’ve received an order confirmation. How long will it take for my order to ship?
After receiving your order confirmation email, we will work hard on getting your order ready to ship. If your order is placed after 8 AM EST, we will begin processing your order the following business day.
Our average order processing time is 1-2 business days for accessory orders and 2-4 business days for instruments. Instruments that leave our workshop go through our 10 point inspection for quality control, and bows are carefully inspected.
Once your order is processed and securely packed, we will ship it with the requested shipping method (i.e., Standard Shipping, FedEx 2 Day, FedEx Overnight). Orders placed with a faster shipping method are still subject to standard processing times. You will receive a notification when your order is shipped. Please be advised that overnight shipping with FedEx does not include delivery on weekends or holidays.
For specific orders that require extra attention, order processing might take longer. Most orders ship from our warehouse in Florida, but some orders may ship from our distributors for inventory reasons, or to expedite delivery.
*Processing times can be longer during sales, promotions, and holidays
My order has shipped. When will it be delivered?
If you’ve received a shipping notification, then your package is on its way! Most orders have tracking numbers, but depending on the item ordered, tracking may not be available (for example, if the item was shipped in a padded envelope or was shipped from one of our distributors). Most orders are delivered within 5 business days, depending on the selected shipping method, and where you are located.
Do you ship internationally?
Yes, we are proud to be able to ship most of our products internationally! Unfortunately we are unable to ship large items such as cellos, double basses and their cases internationally due to the high cost and risk of shipping these items.
Orders shipped internationally will incur a shipping fee, and customers can choose either FedEx International or DHL as their shipping courier. These orders are normally delivered within 7 business days.
Some international orders may also require customs, duties, or import charges. The recipient of international shipments may be subject to such import taxes/customs duties and fees, which are charged once a shipment arrives in the receiving country. Fiddlershop cannot estimate these charges, and fees are the sole responsibility of the recipient.
During the summer months (May through September), we, unfortunately, do not ship products to the Middle East due to extreme heat.
We’re proud to be working closely with FedEx to provide a seamless experience for Canadian shipments. For orders under $150, we offer a flat FedEx Ground® shipping rate of $25. Orders over $150 are shipped via FedEx Express®, and the rate is calculated based on the shipment’s weight. Duty and taxes are included in order totals. We collect the GST, PST and duty fees right when orders are authorized, so there are no charges when the package is delivered.
How can I cancel or change an order I just placed?
If you just placed an order, and for any reason changed your mind and would like to cancel or make a change, we have a small window to do so. For any order cancelation/change requests, we recommend calling us as soon as possible at 800-595-0592.
We work our hardest to ship your order as quickly as we can. If you are not able to cancel or make changes on time, we can help you find a solution. Our return policy also makes it easy to return your purchase.
I did not receive my package, what do I do now?
We aim for all packages to have a safe journey to you, but despite this, packages can get lost on the way. If you suspect this has happened to you, please get in touch with us at firstname.lastname@example.org. We will help you track the package and file a trace with the carrier. Fiddlershop guarantees safe delivery to your provided shipping address but is not responsible for lost or stolen packages once a shipment is marked as delivered.
I’ve received a faulty/wrong item, what do I do?
We aim for a zero-tolerance of faulty or wrong items being shipped out, but in the rare instance of this happening, please contact us directly at email@example.com with a picture of the item and we will help you process an exchange or compensate you in the best way possible.
I received an order that was damaged in transit. What do I do now?
We meticulously package our products with the utmost care and professionalism. However, sometimes the shipping company may mishandle a package, and for that, we’re terribly sorry.
But, there’s no need to stress, we guarantee safe delivery! In the event that your package was mishandled and received damaged, please contact us immediately via email (firstname.lastname@example.org), provide your order number, and include the following photos:
- Pictures of the damaged area(s) of the instrument/accessory as well as the front, back, and sides of it
- Picture of the interior packaging used
- Pictures of the exterior of the box
- Picture of the shipping label
We will respond to your email the following business day with instructions on how we will move forward with replacing the product. We will also send you a return label for you to send back the damaged/defective item, if necessary.
Can I send an order to an alternate address or freight-forwarder?
Fiddlershop guarantees delivery to the address provided on your order, however, if we were given an incorrect address and the item has already shipped, we will do our very best to retrieve the package and redirect it to you. Due to an error like this, additional shipping charges may apply.
Shipping to freight-forwarding services is possible, but not recommended. Errors may occur if packages are shipped separately. Fiddlershop is not liable for any damages or shipping issues that may occur during shipping between freight-forwarder and customer.
Please indicate in the notes section of your order if the receiving address is a freight-forwarding service. Missing items and damage claims has to be reported by the freight-forwarding company before forwarding the shipment.
What is your return policy?
If you are not completely satisfied with your purchase for any reason, you may return most items within 45 days of delivery (unless otherwise specified) for a refund of the original purchase amount. In order to get a product refunded, returned items must be in the original packaging and condition- showing no signs of wear or abuse, and be complete with all included materials (such as cases, straps, accessories etc). For more information on returns, exchanges and refunds, please check our return policy.